Higher Logic Lead Community Manager in Arlington, Virginia

Make an impact on the daily interactions of a global online community by implementing strategic engagement tactics, consulting stakeholders on industry best practices and keeping a pulse on today’s most up-to-date platform technology. Higher Logic is looking for an experienced online community professional to guide clients in building high-value and strategically-aligned online communities.

Key Responsibilities

  • Drive the strategic vision for a large customer community by scoping client business requirements and gauging end-user needs

  • Master platform functionality and ensure client is realizing greatest value from features

  • Mentor and support a team of community managers to ensure successful and proactive customer-facing practices, as well as the positive progression towards monthly goals

  • Train and onboard team members

  • Provide seamless and comprehensive oversight for a variety of customer community programs, such as live online events, user group management, third-party content generation, and new stakeholder onboarding

  • Develop community engagement tactics to drive internal and external participation by appealing to current business processes and ongoing objectives

  • Provide end-user support in escalated scenarios to promote a positive brand experience and encourage long-term community participation

  • Work with other members of the Managed Services Leadership Team to brainstorm and implement structural, procedural, and strategic changes within department

  • Collaborate inter-departmentally as needed to support major organizational initiatives


  • 5+ years of online community management

  • 2+ years of experience managing a team in a fast-paced, agile setting

  • Strong understanding of online community key performance indicators, how they interrelate and utilizing analysis to make strategic decisions

  • A background in content creation and marketing, particularly in relation to user-generated content models

  • A passion for the customer experience, with a strong background in client management, support and case resolution.

  • Bachelor’s degree from a fully-accredited college or university or equivalent experience

  • Strong leadership qualities that inspire teamwork and collaboration both among your own team and across department lines

  • Data enthusiast; you can give examples of how you have used data to pursue successful outcomes

  • Proven track record in process improvement

  • Ability to multi-task and meet time-sensitive goals

  • Excellent communicator – both verbal and written – and understands the communication psychology behind every email, phone call, letter and piece of content you produce

  • Working knowledge of HTML (preferred, but not required)